Ticket statuses and priorities
The meaning of ticket statuses (New, In Progress, Resolved, Done, Denied) and priorities from P1 to P5, with examples of when to use them and the link to the Critical filter.
This page is not translated yet: you are seeing the Italian version.
You are in the right place if…
- “What does P5 mean?”
- “What is the difference between Done and Denied?”
- “Why does the ticket have a red bar?”
- “What priority should I assign to a breakdown?”
This guide has not yet been verified against the latest software version.
Statuses
- New: ticket just opened, by the AI or an operator.
- In Progress: someone is working on it.
- Resolved: request resolved.
- Done: ticket handled and closed.
- Denied: ticket closed because the request does not need to be handled.
With Done or Denied, the ticket is removed from the list of tickets to be handled. The status is changed from the ticket details, then saved with Update.
Priorities
The AI sets the priority when it opens the ticket; you can always modify it.
- P1 – Low: general questions, information requests.
- P2 – Normal: standard requests.
- P3 – High: issues affecting the stay.
- P4 – Urgent: breakdowns and operational emergencies.
- P5 – Critical: immediate emergencies and safety issues.
P5 tickets have a red bar in the list and appear in the Critical filter: use this priority only for real emergencies that require immediate intervention.
Deadlines
A ticket that remains open beyond the expected time is marked as expired: the opening date turns red with the Overdue indication. Give priority to these tickets.
Related guides
Where to find tickets, how to read the list and details, how to create one manually from the list or a chat, how to update it, and how to close it with Done or Denied status.